Application Help Desk Analysts provide front-line support to internal and external clients on a variety of business applications.

Responsibilities may include, but are not limited to the following:

Receive and respond to inquiries related to Applications supported by the Help Desk

Advise the inquirers of any resolution to the inquiry

Utilize Help Desk software to enter calls and retrieve logged calls for resolution, or forward pending inquiries to the next level of expert support

Work effectively through communication with technical and /or business teams to resolve client issues

Monitor the progress of proposed solutions while maintaining contact with the client so that they are also aware of the status of their inquiry

End-user testing of solutions, ‘bug-fixes’ and new features of applications to ensure they adequately address client concerns

Monitor trends in client inquiries that point to the need for further training within the client community; assist in the revision of related training material, and participate in training

Maintain a repository of known problems/issues and related resolution/’work around’; and a repository of best practices, for each application

Make arrangements with external stakeholders and internal staff for training and any other items as required

Maintain an understanding of Applications to ensure maximum support effectiveness

Assign and maintain user ID’s and Passwords

Co-ordinate with business areas (within Alberta Education and / or Advanced Education & Technology and other government departments) Help Desk related activities that require communications to the external stakeholders. Ensure these communications are relayed to internal staff as well.

Resources require the following skills:

Ability to learn quickly,

Ability to problem solve/troubleshoot,

Ability to work with minimum mentoring,

Ability to work well both in a team setting and independently,

Ability to deal with clients and resolve related issues,

Ability to write and maintain technical documentation, and

Ability to manage stress.

Mandatory Experience/Skill Criteria:

Resources must have made use of the mandatory technologies within the past year in a defined support or maintenance or a project role as follows:

Experience as a Help Desk analyst in providing responses to inquiries, training relating to the usage of an application and maintain user ID’s and passwords – 2 years.

Experience in utilization of Help Desk software - 2 years.

Experience in coordinating with business areas to ensure communications are relayed to all parties - 2 years.

Experience working with Microsoft office tool suites - 3 years.

Experience working directly with clients and providing excellent customer service - 2 years.

Excellent verbal and communication skills as demonstrated by three (3) independent references.